Dir IT Technology Operations – 90337387 – Wilmington

May 14, 2022
Wilmington, DE
Job Type


Your success is a train ride away. Amtrak connects businesses and communities across the country and we move America's workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees. Are you ready to join our team? SUMMARY OF DUTIES The Director oversees one or more IT Technology Operations Service Offerings end to end which cares for the needs of internal or external customers within Amtrak. In certain cases, the Director will own technology operations IT Services as well. This role owns the CapEx and OpEx budget associated with their Service Offerings Services and ensures optimum utilization of investment against the company priorities. The Director IT - Technology Operations supports, plans, directs, and oversees one or many IT operational activities that cover IT Service Management, Data Center operations, servers, networks, and related security. The Director has a broad set of responsibilities covering virtually every aspect of IT infrastructure and business operations. The Director will manage internal as well as vendor teams to support maintenance or enhancement of infrastructure and operations. The position acts as an IT Service Offering lead and is the single point of contact (SPOC) in front of the customer for all aspects of a service offering. It is accountable for ensuring that a service offering is managed with a business focus. The role is responsible to the customer for the initiation, elaboration, construction, transition and ongoing maintenance and support of technology operations service offerings. The Director is accountable to the IT Technology Operations Service Owner for the Service Offerings and IT executive leadership for the performance of any assigned dedicated Service Offering Service (including financial performance). Responsible for producing and maintaining documentation and materials regarding the Service OfferingService. ESSENTIAL FUNCTIONS Evaluates the effectiveness of technology service operations and drives continuous process improvements implements service level agreements, metrics, and key performance indicators to measure operations, process adjustments, andor system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and improves business relationships with customers. Responsible for creating an integrated information technology operation plan to support one of more IT Services Service Offerings. Develops and owns technology operations service offering definition, and service offering design partnering with business owners and architecture. Ensures adoption of servicesservice offering within the IT service catalog. Manages client engagements and service agreements on service offerings. Responsible for planning service offeringservice budget across both CapEx and OpEx vectors. Track budget and takes appropriate steps to stay within budget. Oversees service offerings and corresponding service delivery teams. Responsible for delivering service offerings to businessclients. Manages programs through end to end delivery. Leads Design, build, and test of solutions for service offering effectiveness. Manages service offering deployment and operations in conjunction with the Tech Ops team. Responsible for managing risk and security within the service offerings in partnership with the CISO and the Risk and Compliance teams Implements robust, customer-focused support models and oversees a team that defines, implements, and enforces service level agreements and procedures to better service end users. Partners to ensure IT Service Management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Provides advice and counsel to the vendor relationship decision making and contract development processes. Provides leadership in continuous serviceservice offering improvement. Ensures service provider performance is reviewed and that contract managers are notified when necessary. Meets regularly with team to gather work statuses. Discuss work progress and obstacles. Provides advice, guidance, encouragement and constructive feedback. Ensures work, information ideas, and technology flow freely among the section. Establishes measureable individual and team objectives that are aligned with business and organizational goals. Documents and presents performance assessments. Recognizes and rewards associates commensurate with performance. Implements organizational practices for staffing, Equal Employment Opportunity (EEO), diversity, performance management, development, reward and recognition, and retention. Ensures staff has the resources and skills needed to support all work initiatives. Forecasts new skill requirements based on emerging technologies. Participates in IT workforce deployment activities. Generates appropriate communication, process and educational plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change. MINIMUM QUALIFICATIONS Bachelor's Degree in Computer Science, Information System or related field with 11+ year's relevant experience or equivalent work experience. 11+ years of relevant work experience in business systems, development andor support functions. Client expectation management, Program management, Financial management and Technology product delivery experience is required. 11 to 15 years of relevant technical and business managerial experience. May require knowledge of one processesservices. Business experience should include assignments in multiple business and technical processes. Technical andor ITIL, or equivalent Certifications Must have expert knowledge as described in amendment. Requires leadership experience in managing cross-functional teams and influencing executive level management and key stakeholders. Requires demonstrated ability to launch and deliver multiple, concurrent IT projects on time and within budget. Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated. PREFERRED QUALIFICATIONS Master's Degree in Computer Science, Engineering, Business Management or similar relevant field Experience working in large complex companies that heavily rely on real time 24x7 IT operations to successfully service external customers. 13+ years relevant experience preferred May require travel up to 30 of the time Requires on-call status Additional duties as assigned COMMUNICATIONS AND INTERPERSONAL SKILLS Must have excellent oral and written communication skills. Requisition ID 109821 Posting Location(s) Delaware Job FamilyFunction Information Technology Relocation Offered No Travel Requirements Up to 25 Amtrak employees power our progress through their performance. We want your work at Amtrak to be more than a job - we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals. All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Candidates who engage in the usage of marijuana will not be qualified for hire. Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation. Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson Johnson vaccine. In accordance with DOT regulations (49 CFR sect 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicantsemployees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicantemployee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions. Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience. Amtrak is an EOEAffirmative Action MinorityFemale employer, and we welcome all to apply. We consider candidates regardless of racecolor, religion, sex (including pregnancy, childbirth and related conditions), national originethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law. POSTING NOTES Information Technology Information Technology

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